Principal, Service Designer

About the role

At Valley Bank, we are seeking a Principal Service Designer who can operate at the intersection of customer journeys, organizational processes, and physical and digital channels to make those systems work better for everyone they touch. This is a senior role with significant organizational influence.

Responsibilities

• Cross-Channel Journey Design
• Own the end-to-end mapping and redesign of high-priority customer journeys across consumer, small business, and wealth management segments
• Design journeys that work coherently whether a customer starts on mobile, continues in a branch, and resolves through a contact center, treating channel transitions as design problems rather than operational inevitabilities
• Identify the moments where journeys break, stall, or fail customers and build the evidence base for why fixing them matters
• Maintain a living view of Valley's most critical journeys that can inform product roadmaps, operational priorities, and branch experience investments simultaneously
• Service Blueprinting and Systems Design
• Develop detailed service blueprints that connect the customer-facing experience to the people, processes, technology, and policies that enable or undermine it
• Surface the backstage complexity that drives front-stage friction and create a shared organizational understanding of how the service actually works versus how it is supposed to work
• Identify systemic failure points that individual product teams cannot see from their vantage point and bring them into focus for leadership
• Create a service design vocabulary and set of artifacts that become the common language for how Valley talks about and improves its customer experience
• Physical and Assisted Channel Design
• Bring service design rigor to branch environments, ATM interactions, and contact center experiences, not just digital products
• Partner with Branch Operations, Facilities, and Customer Care leadership to translate service design insights into changes in physical space, staffing models, and assisted channel scripts and flows
• Design for the moments that matter most in physical channels: account opening, problem resolution, advisory conversations, and the transitions between in-person and digital interactions
• Ensure that physical and digital channels feel like parts of a coherent whole rather than separate experiences that happen to share a brand
• Organizational Influence
• Work across product, technology, operations, compliance, and business leadership to build shared ownership of the journeys and systems you are designing
• Translate service design artifacts into formats that resonate with non-design audiences, from executive journey narratives to operational change briefs
• Partner closely with the Director of User Research to ensure service design work is grounded in customer evidence, not just process logic
• Mentor and elevate the systems thinking of UI designers and product owners across the organization even without direct management authority

Required Skills

• Strong systems thinking with the ability to connect customer experience, technology, and operations
• Deep understanding of UX principles, interaction design, and digital customer journeys
• Demonstrated ability to influence cross-functional teams in a matrixed organization
• Excellent communication and storytelling skills, especially for complex concepts
• Able to define long-term experience vision while balancing near-term delivery priorities

Required Experience

• High School diploma or GED equivalent and a minimum of 8 years in digital product management, UX design, service design, or related fields
• Proven experience working on digital platforms or ecosystems spanning multiple products or channels

Preferred Experience

• Business degree in Business, Design, Technology, or related field
• Background in service design, journey mapping, or design systems
• Familiarity with AI-enabled products and responsible AI design principles
• Experience working across digital and assisted channels